effect of the quality of after sales services of Kia Motors Automobile Dealers in Tehran using the Servqual Model
Subject Areas : Educational managementali shafiei 1 , mina jamshidi 2
1 - faculty, Department of Management, varamin Branch, Islamic Azad University (IAU), Tehran, Iran.
2 - Assistant Professor, Department of Management, Central Tehran Branch, Islamic Azad University (IAU), Tehran, Iran.
Keywords: Reliability, SERVQUAL Model, Tangibility factors, Customer Satisfaction, Service Quality,
Abstract :
Quality service assessment is the prerequisite of the programming in order to qualitative improvement of the organizations’ services. Hence, the study of the quality in different aspects of the organization’s services from the consumers’ perspective has been the subject of many studies historically. Users of the organizations’ services have expectations about the received services, and the major key for the organizations to reach to the desirable quality of service is presenting the services and functions that are matched with expectations or even beyond the expectations of users. This study surveyed the quality of the after-sale service for Kia automobile manufacture, by using the SERVQUAL model, in Tehran. The statistic society of the current study was the owners of Kia cars. According to Morgan table, 384 questionnaires had been collected, and the collected data were analyzed by LISREL8.5, and SPSS20 software. The results showed that Kia agencies in Tehran failed to meet their customers' expectations.
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